Queue Basics¶
Go to Settings β Routings β Queues to view a list of your queues, to edit existing and add new queues, to work with agents' accesses to queues, set up queue relations and widget schemes and to enable/disable certain queue types.
Every queue in Daktela β calls, web chat, email, SMS or social media β is managed from this list and shares the setup steps described on this page. The fields specific to each queue type are described on the queue type's own reference page.
Enable/Disable Queues¶
To quickly enable or disable a queue, use the toggle switch next to the queue name.
When disabled:
- Call queues will stop dialling new calls. Already dialled calls will not be interrupted.
- Email queues will stop receiving emails. Outgoing emails will not be impacted.
Warning
You can only enable and disable the following queue types:
- Click-To-Call
- Progressive campaign
- Predictive campaign (dialler)
- Robocaller
Assign Agents to a Queue¶
A queue only distributes activities to agents whose user rights have access to it. To set up the access, click Change in the Agents column of the queue that you want to change.
- Check (tick) the User rights that you want to have access to the queue.
- Enable or disable Call pickup. Rights that have this option turned on can accept activities which are already ringing at another agent using Waiting Activities (except if Login type β None is selected).
- Enable or disable See missed activities. Rights that have this option turned on can see missed activities.
- Select a Priority for the User rights from the drop down list (0 β highest priority, 10 β lowest priority). This will determine in what order agents will receive activities in the queue depending on the Distribution Strategy.
- Select the type of log in the User rights will have:
| Login type | Description |
|---|---|
| None | The user can't be active in the queue but can see the queue's activities, e.g. Missed calls or Statistics. |
| Manual | The user can be active in the queue and can log in and out manually. If call pickup is enabled, agents can accept activities even if they are not logged in to the queue. |
| Automatic | The user will be automatically activated in the queue after going ready and can log in and out manually. |
| Fixed | The user will be automatically activated in the queue and can't log out manually. |
Warning
Each set of user rights can have a max. of 1 outgoing queue (outbound and campaign) with Automatic/Fixed login.
Info
To receive activities, an agent must be logged in to the queue in the application (unless their login type is Automatic or Fixed). See Get Started β Select Queues. Robocaller is the only queue type that agents don't log in to and that doesn't have a widget scheme.
Queue Relations¶
Relations connect a queue to the other objects it works with. Each relation opens from the Relations column of the queue list: click the relation, check (tick) the items you want to use (or create new ones), then click Save to return to the queue list.
| Relation | What it does |
|---|---|
| Groups | Select which queue groups the queue should be part of. See Groups for more details. |
| QA Forms | Select which QA forms can be used for activities using the queue. See QA Forms for more details. |
| Statuses | Select which statuses agents can set for activities using the queue. You can click Multiple save to save the settings for multiple queues at once. See Statuses for more details. |
| Tabs | Select which tabs should be displayed in the detail of a record associated with the queue. See Tabs for more details. |
| Form (Call Scripts) | Select which forms should be used for campaign records. If you select multiple forms, they will automatically be rotated. See Call Scripts for more details. In incoming and outgoing (non-campaign) call queues, don't forget to enable the form in the queue settings. |
| Blacklists | Select which blacklist databases the queue should check. Go to Blacklist to manage your database entries and Blacklist Database for the setup. |
| Agent greetings | Select which pre-recorded messages agents can use with the queue. You can listen to the greeting recording using the play button. See My Profile or Agent Greetings for more details. |
| Templates | Select which templates to use with the queue. See Templates for more details. |
| CRM databases | Select which CRM database the queue should use. See Databases for more details. |
| AI Functions | Configure the AI functions for the queue. For detailed instructions on the setup process, see AI Hub. |
Widget Scheme¶
The widget scheme defines which widgets agents see in an open activity created using the queue and how they are arranged. For the agent's view of the widgets, see Activity Widgets.
Click Change in the Widget settings column to open the settings of the widgets available in an open activity created using the queue.
- Drag fields from the Widgets list on the right hand side and drop them into your widget scheme on the left.
- Click the Split button to set up multiple columns and adjust their width using the plus and minus signs.
- Repeat the process to set up all desired widgets.
- Click the Settings button in each widget to open its settings β see the widget overview below. The setting will only be applied to this queue. If you want to apply it to other existing queues, click Apply to other/multiple queues.
- Save your widget scheme settings. If you want to use the current settings in more queues, click Multiple save, then select the queues where you want to use the same widget scheme and click Save.
Widget Overview¶
| Widget | Description | Settings |
|---|---|---|
| Phone | Basic phone widget with call transfer capabilities. Displays phone number and call duration. | Select if you want to automatically open the keypad. Can't be removed. |
| Widget for editing emails. | Can't be removed. | |
| SMS Chat | Basic widget for SMS Chat with transfer capabilities. | Can't be removed. |
| Messenger | Basic widget for Facebook Messenger with transfer capabilities. | Can't be removed. |
| Basic widget for WhatsApp with transfer capabilities. | Can't be removed. | |
| Viber | Basic widget for Viber with transfer capabilities. | Can't be removed. |
| Web Chat | Basic widget for Web Chat with transfer capabilities. | Can't be removed. |
| Accounts | Displays the CRM account data of the current activity. If it doesn't exist, users can create a new CRM account. | Select the custom fields that you want to display in the widget. |
| Articles | Displays articles from certain folders with the ability to read them. | Select the folders that you want to display in the widget. |
| Calendar | The Calendar widget displays your busy/free slots and scheduled activities (e.g. phone calls). You can create new reminders. | Set the height of the calendar widget. |
| Contacts | Displays the CRM contact card of the current activity. If it doesn't exist, users can create a new CRM contact. Supports full-text search. | Select the custom fields that you want to display in the widget. |
| Page in iFrame | The iFrame widget opens the given URL in an iFrame. You can pass many variables from the activity to an external application. The external page must use the HTTPS protocol and must not use the X-Frame-Options header for view blocking on third-party sites. | Enter the URL (including any variables) and widget height. In the Allow attribute, you can control the Feature Policy, allowing the iFrame to access fullscreen, microphone, camera and geolocation. Enter e.g. "camera;microphone" to allow the iFrame to use them. |
| Record form | Basic widget for campaign records. Displays the details of the given campaign record; users can edit it, choose a call status and re-schedule if necessary. | |
| Ticket details | Displays the latest tickets for the given CRM contact or CRM account. Users can easily assign the current activity to the existing ticket or create a new one. | |
| Ticket Edit | Displays the latest tickets for the given CRM contact or CRM account. Users can easily assign the current activity to the existing ticket or create a new one. Users can edit the ticket directly in the activity. | |
| Transcripts | Call steering widget which displays the transcript and the confidence level. | |
| AI agent (only for web chats) | Displays the Daktela AI agent chatbot transcript and metadata. | Drag and drop contexts to set their order. Deactivate a context to hide it from the widget in an open activity. Click the remove button to remove a context from the widget. |
Deactivate and Reactivate a Queue¶
When you no longer wish to use a queue, we recommend you deactivate it rather than delete it. This way you will not lose all of the queue's statistics.
To deactivate a queue, click Deactivate in the Actions column.
To reactivate a queue, first tick the Show deactivated checkbox at the top of the queue list to display your deactivated queues. Reactivate the queue by setting at least one set of user rights to log in to the queue in Assign Agents to a Queue.
Note
In listings and reports, check the Crossed out eye symbol in the filter to include deactivated users and queues.